Front Office Manager - (in English) at Kempinski Hotels

Reporting to the Director of Operations/General Manager, the Front Office Manager will be responsible for the operations of the Reception, Concierge, PABX, Business Centre ensuring the highest standards of service in accordance with the operating procedures and Kempinski standards.

Key Responsibilities:

• Ensures the smooth running of the operations on a day to day basis and in a pro active manner.

• Involvement in budget preparations and responsible for profit & loss.

• Maximize hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR.

• Prepare the annual budget and manning guide and manage the Front Office Department within budgetary guidelines.

• Control the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.

• Identify training needs, develop and manage performance.

• Approve training plan of all Front Office sub-departments and follow-up to ensure compliance and efficiency of training activities.

• Manage all operational tasks as well as their respective delegation and follow-up.

• Carry out disciplinary actions in line with company procedures.

• Re-evaluate workflows to improve and optimize organization.

• Implement and evaluate procedures and policies.

• Ensure clear communication within departments.

• Organize regular departmental meetings.

• Detailed hotel product knowledge, up to date with VIP arrivals & events within the hotel and the destination.

• Maintain high visibility with guests and employees, handle customers’ complaints and take corrective action.

• Set short term and long-term measurable objectives to continually improve service levels.

• Responsible for maintaining 85% scoring for LQA inspections.

• Greet VIP guests and escort them to their room. Farewell of VIP guests upon departure.

• Manager on Duty weekdays and weekends.

• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Desired Skills & Qualifications

• Degree/Diploma in Hotel Management/Front Office Operations
• Four years experience in a similar role and proven track record may be considered in lieu of specialised education
• Minimum 5 years Front Office Supervisory position 
• Preferably as Section Head in 5-star property.  
• Good Communication skills
• Knowledge and experience in the use Fidelio and Opera
• Proficiency in Excel and Word.
• Knowledge in a foreign language will be a distinct advantage
• Presentable, well spoken individual
• Pleasant and outgoing personality
• Mature & Customer focused.
• Excellent grooming skills and must be well versed in professional and personal etiquette
• Fluent speech skills